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The Retail Customer: New Behaviors, New Expectations

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Q3, 2020

The pandemic is driving a shift in when, where and how customers shop; forcing an acceleration in digital transformation plans.

The pandemic has upended every aspect of our lives, including our priorities and expectations around the retail experience.

The retailers and brands that were more digitally mature pre-pandemic fared far better during the 2nd quarter 2020. In addition, the retailers and brands that can identify and adapt to new customer expectations will have the best chance to survive and thrive going forward.

56 percentpermanently change the way people shop and that most consumers will move exclusively to omnichannel shopping.

Digital sales continue to rise, despite a fall in overall retail sales in Q1’20. Growth is driven by customers adapting to new lifestyle changes and adoption by new users.

$146 B

is the recorded eCommerce sales Q1’20, 13% growth as compared to the same period last year.


increase in online sales of grocery category as compared to Q1'19

This shift is accompanied with a change in how customers shop for goods and services.


of consumers say shopping trips have become less frequent but more expensive.


of consumers said they are more likely to choose online ordering and new fulfilment options even after the outbreak is over.